1 Hold Stock

Keep stock available for the products you list. Holding your own stock means you are not dependent on suppliers who may be unable to provide stock when an order needs to be fulfilled.

2 Set a Realistic Pick & Pack SLA

Consider your operational requirements when selecting your Pick & Pack SLA. Make sure you have enough time to process and prepare orders, including a one-day contingency for unexpected delays.

3 Capture Accurate Package Details

Ensure the package dimensions captured on your listings are accurate. These details help determine which courier is allocated to the order, and incorrect information can result in failed collections.

4 Generate Waybills Only When Ready

Generating a waybill indicates that the parcel is ready for the courier to collect. Only generate the waybill once the order has been packed, labelled and is ready for handover.

5 Check Your Pickup Location

Make sure your pickup location is captured accurately. This is the Pickup Address in the Account section of your Seller Portal, not the address captured under your Business Details.

The Pickup Address should be specific, complete and accurate so that the courier can find the collection location.

6 Keep Your Primary Contact Available

In the Account section of your profile, ensure the person captured under Contact Details is available to assist with order collections.

Couriers may use these details when they need assistance with a collection. A lack of response may result in collection delays or order cancellations.

7 Label Every Parcel Correctly

Make sure the correct waybill is attached to the correct parcel. Incorrect labelling can result in the wrong product being delivered to the customer and may lead to avoidable returns.

8 Handover to the Correct Courier

Check the courier code displayed on the waybill before handing over the parcel. This code identifies the courier assigned to the order.

9 Package Products to Survive a 1-Metre Drop

Package each product securely enough to withstand being dropped from a height of one metre without the product being damaged.

10 Contact the Outbound Team for Help

Contact the outbound team as soon as possible when you need assistance with an order collection.

Reliable fulfilment is about preparation

Keeping stock available, maintaining accurate account and listing information, preparing parcels correctly and being ready for collection all contribute to reliable order fulfilment.